As an Administrator at Moorlands Surgery the post holder will help deliver a variety of administration and reception services in order to support high standards of patient care. The post holder will offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. They will receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective manner.
Main duties of the job
The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all the items in the following list which is not exhaustive. Duties may be varied from time to time under the direction of the Practice Manager.
* Answer the telephone promptly and deal with enquiries in a helpful and courteous manner.
* Maintain confidentiality regarding patients and staff.
* Book, cancel, amend patients’ appointments using SystmOne.
* Monitor the practice email inbox.
* Maintain a good relationship with internal and external stakeholders.
* Have an overview of the demands and workflow of the Practice during the working day.
* Ensure the waiting area/reception desk is kept tidy.
* Arrange appointments for patient reviews as part of QOF management.
* Register new patients.
* Deal with internal / external post.
* Patient engagement: proactively inform patients of benefits for signing up to the online services where patients can book appointments, order repeat prescription, and view their medical record.
* Effectively signpost patients to services appropriate to their needs.
* Scan and action the clinical correspondence as per instruction.
* Process repeat prescriptions received in person, and via SystmOne.
* File prescriptions actioned by the GPFiling and pulling of patient medical records.
* Process deductions.
* Be flexible to cover shifts in the event of staff holidays and sickness at short notice.
About us
Moorlands Surgery is a large, friendly GP practice based in Darlington. We have over 13500 patients registered at our practice. Our list is open all year round and we welcome new patients living in the area. The partners at Moorlands Surgery remain committed to the ethos of continuous improvement across all areas, reflected by the development of services to improve patient care achieved by investment in our staff and systems.
Job responsibilities
Administration
* Have sound knowledge and understanding of the Practice procedures.
* Work in accordance of written protocol.
* Open up / lock‑up of Practice premises and maintain security in accordance with Practice protocols.
* Pull and file notes for surgeries and update as necessary.
* File post in medical records if applicable.
* Photocopy as requested.
* Ensure messages and information are passed on to relevant members of staff and outside agencies.
* Distribute clinical documents to clinical staff.
* Action tasks assigned by Clinicians and pass on relevant information.
* Process and distribute incoming (and outgoing) mail.
* Take messages and pass on information.
* Initiate contact with and respond to requests from patients, other team members and associated healthcare agencies and providers.
* Provide clerical assistance to practice staff as required from time to time, including filing, photocopying and scanning.
Reception
* Maintain and monitor the Practice appointments system.
* Process personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional.
* Computer data entry, allocation and collation; process and record information in accordance with Practice procedures.
* Work on a rotational basis to cover reception.
* Support patients who attend the surgery to collect repeat prescriptions.
Appointments
* Process appointment requests for today / future appointments from patients via telephone and in person.
* Deal with visits requests.
Telephone
* Have working knowledge of telephone system, during and after hours.
* Provide an efficient system of answering the telephone using a courteous and friendly manner.
* Take patients through care navigation to provide the patient with the most appropriate care.
Other Tasks
* Ensure reception area is kept tidy and ready for use.
* Ensure building security – have thorough knowledge of doors, windows and alarm.
* Provide refreshments if requested.
* Any other tasks allocated by the Practice Management.
* Action repeat medication requests from the surgery website and patient online systems at least twice daily.
* Collect repeat prescription requests from the fax machine, post box and reception.
* Liaise with patients and chemists regarding queries and requests.
* Ensure repeat medication is issued in line with the protocols that are already in place and ensure that any queries raised are dealt with quickly and correctly.
* Ensure that patient queries on medication are highlighted to the relevant GP, NP or Pharmacist.
* Regularly go through prescriptions “not picked up” and “unlikely to be picked up” as a result of the timescale, remove the details from the patient records and then destroy the prescription.
Computer
* General data input and information retrieving.
* Registration of new patients – computer data entry and medical records.
* Process change of patient details e.g. change of address, both electronically and paper records.
* Support work of Prescription Line by processing repeat prescription requests in accordance with Practice guidelines as and when necessary.
* Scan clinical documents into patient records if required.
* Opportunistic data checking of patient demographic details.
Confidentiality
* In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
* In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
* Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
* Assist in promoting and maintaining health, safety and security as defined in the practice health & safety policy, the Practice Health & Safety manual and the Practice Infection Control policy and published procedures.
* Use personal security systems within the workplace according to Practice guidelines.
* Identify the risks involved in work activities and undertake such activities in a way that manages those risks.
* Make effective use of training to update knowledge and skills.
* Use appropriate infection control procedures, maintain work areas in a tidy and safe way and free from hazards.
* Actively report health and safety hazards and infection hazards immediately when recognised.
* Keep own work areas and general and patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role.
* Undertake periodic infection control training (minimum annually).
* Report potential risks identified.
Equality and Diversity
* Support the equality, diversity and rights of patients, carers and colleagues, to include:
* Act in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies and current legislation.
* Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behave in a manner which is welcoming to the individual and is non‑judgmental and respects their circumstances, feelings, priorities and rights.
Personal / Professional Development
* Participate in any training programme implemented by the Practice as part of this employment, such training to include an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
* Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work.
* Regularly visit GP Teamnet to view amendments to Policies and Procedures.
Quality
* Strive to maintain quality within the Practice, and alert other team members to issues of quality and risk.
* Assess own performance and take accountability for own actions, either directly or under supervision.
* Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
* Work effectively with individuals in other agencies to meet patients needs.
* Effectively manage own time, workload and resources.
Communication
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognise people’s needs for alternative methods of communication and respond accordingly.
Contribution to the implementation of services
* Apply Practice policies, standards and guidance.
* Discuss with other members of the team how the policies, standards and guidelines will affect own work.
* Participate in audit where appropriate.
Person Specification
Qualifications
* Educated to GCSE level or above
* GCSE Mathematics and English (Grade C or above)
Personal Qualities
* Polite and confident.
* Flexible and cooperative.
* Motivated and enthusiastic.
* Forward thinker.
* High level of integrity and loyalty.
* Sensitive and empathetic in difficult situations.
* Ability to work under pressure.
Other
* Flexibility to work outside of core office hours.
* Disclosure and Barring Service (DBS) Check.
Skills
* Excellent communication skills (written and oral).
* Effective time management.
* Ability to work as a team member and autonomously.
* Good interpersonal skills.
* Problem solving and analytical skills.
* Ability to follow policy and procedure.
* Experience of SystmOne
Experience
* Experience of administrative duties.
* Experience of working with the general public.
* Experience of working in a GP Practice.
* Experience of working in primary care.
* Experience of processing prescriptions and medication requests.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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